Airbnb

Customer Support

• Provide end-to-end support to key Airbnb community members experiencing reservation issues, including Luxury segment cases
• Interact directly with Airbnb customers, community members, and internal stakeholders through current and future channels
• Take ownership of assigned cases through complete final resolution using workflows, management guidelines, and independent assessment
• Handle severe, urgent, highly sensitive, high-stakes, and high-value cases
• Become a subject matter expert in Airbnb policies and procedures
• Explain and simplify complex information and address complex questions confidently
• Negotiate and mediate between Hosts and Guests to resolve issues
• Anticipate user expectations and pursue the best outcome for all parties
• Work cross-functionally with Legal, Policy, and other services on sensitive cases
• Operate autonomously and make decisions about following or departing from workflows
• Deliver personalized, exceptional customer support to Guests and Hosts
• Drive cases to conclusion urgently and accurately, using judgment in ambiguous situations
• Provide management with insights on community experience and continuous improvement opportunities
• Support process simplification, performance-improvement initiatives, consultations, and subject-matter-expert activities
• Support onboarding of new employees
• Help management implement changes and contribute positively to the team
• Take on varied tasks, responsibilities, and potentially move between Community Support teams
• Build and maintain relationships with stakeholders outside the team
• Handle emergency situations during evening and weekend on-call periods
• Promote a culture centered on quality

Senior Specialist, Premium Support – Portuguese/English

General Counsel

• Support the Fraud & Safety Operations team in proactive defenses and reactive interventions to help keep the community safe
• Support Customer Support escalations, including analysis and advice on matters involving Airbnb policies and policy enforcement
• Assess, manage, and provide legal advice on global legal risks, life safety, law enforcement operations, and related internal investigations
• Advise on and drive cross-functional projects with Fraud & Safety, Global Crisis Management, Community Support, Communications, Community Policy, Public Policy, Privacy, and Hosting teams
• Help manage team resources to align with business priorities and objectives
• Champion Airbnb’s mission, ethics, and integrity
• Support Airbnb’s commitment to a diverse and inclusive workplace free of discrimination and harassment
• Report to the Associate General Counsel, Community Trust

Lead Counsel, Community Trust

Product Manager

• Own the product vision, strategy, and roadmap for discount and promotional pricing tools that help hosts win bookings and maximize earnings.
• Design promotional-offer mechanics balancing host flexibility with guest value.
• Build tools for global, event-aligned promotional campaigns tied to demand moments and merchandising visibility.
• Architect a programmatic promotions engine that adjusts pricing incentives by market, timing, and demand signals.
• Translate pricing and promotions data into narratives that gain support from hosts, partners, and internal teams.
• Set a high bar for product craft and quality while shipping quickly with measurable outcomes.
• Partner with Design and Engineering to ship pricing features, and with FP&A, Marketing, Operations, and Trust to run promotions at scale.
• Define and execute OKRs for promotional adoption, discount redemption, and marketplace impact.
• Develop pricing and promotions expertise through host research, marketplace and booking data, and competitive benchmarking.
• Drive product roadmaps and launches, owning features from concept through release and ongoing iteration.

Product Manager, Discounts & Promotions

Technical Program Manager

• Collaborate on and develop program strategy for technical programs including AI Enablement, AI Education, Machine Learning Education, Data Education, and Engineering Education
• Design, create content, and project manage in-person and virtual technical learning events and forums for the Technology organization
• Develop and execute asynchronous and synchronous technical learning experiences and forum strategies
• Build community and foster connection across the technical organization through events, stakeholder management, and support for internal contributors and SMEs
• Coordinate learning and event logistics, course enrollment, and materials
• Measure, track, and analyze initiative effectiveness using data to drive decisions and experimentation
• Build relationships with senior business leaders across groups and geographies
• Partner with stakeholders, SMEs, senior leaders, external speakers, vendors, and consultants
• Optimize processes, tools, templates, and communication channels for operational excellence and scale
• Develop project plans, documentation, and communication plans
• Create training materials, slide decks, job aids, and other learning assets

Staff Program Manager, Technical Education

Business Operations

• Define and drive Airbnb's approach to tickets, identifying priority partners and categories and translating market dynamics into growth plans
• Own business outcomes including supply activation, tickets sold, Gross Booking Value, and guest experience quality
• Maintain current market and partner intelligence across tours, activities, attractions, and live events
• Analyze OTAs, primary and secondary ticketers, reservation systems, channel managers, and ticketing platforms
• Build financial models, performance frameworks, and operational analyses for strategic decisions
• Personally analyze data and translate complex findings into actionable recommendations
• Collaborate with Product, Marketing, Supply, Finance, and Partnerships to align plans and priorities
• Shape product requirements, influence roadmaps, and define demand flows with distribution technology partners
• Build relationships with internal and external stakeholders and advise leadership
• Identify incentive structures, partner programs, and go-to-market approaches to accelerate growth

Senior Business Operations and Growth Lead, Ticketing

Engineering Manager

• Lead a team building and operating Airbnb’s media infrastructure for photo, video, and document interactions.
• Set technical strategy and architecture for media infrastructure across multiple teams.
• Shape the team’s vision and steer the organization toward larger goals.
• Oversee day-to-day operations, technical deep dives, internal engineering community engagement, and strategic planning.
• Own the reliability, scalability, and evolution of Airbnb’s media systems.
• Lead, coach, and grow managers and senior technical leads.
• Partner with Product, Design, Trust, and infrastructure organizations on the media platform roadmap.
• Champion engineering excellence and operational rigor.
• Resolve systemic technical debt affecting reliability, performance, or velocity.
• Retain, grow, and hire a diverse team of engineers and managers.

Senior Engineering Manager, Media Foundation

Strategy

• Drive operational excellence across key programs which tie directly with the topline goals of the fraud and safety operations team.
• Lead end-to-end process improvement efforts through business case development, establishing measurement systems, root cause analysis, developing and launching innovative solutions, and establishing control and feedback mechanisms to ensure solutions stick.
• Translate business and operational requirements to cross functional stakeholders across our platform product, tools, policy, engineering, and shared services teams.
• Achieve strategic alignment across cross-functional stakeholders to ensure operational goals are embedded in system design, roadmap prioritization, and delivery plans.
• Identify opportunities for process improvement and innovation, grounded in operational data, customer insights, and market trends.
• Act as a subject matter expert on workflows, tools, and processes across Fraud and Safety Operations domains, while staying informed about emerging technologies and industry best practices.
• Thoughtful application and execution of AI into our operations teams, to minimize waste, streamline process, and drive consistency in delivery.
• Lead cross-functional project teams to deliver initiatives on time and within budget; manage dependencies, communicate risks, and ensure successful adoption.
• Champion continuous improvement, fostering Lean and Six Sigma principles through training, mentoring, and hands-on leadership of improvement projects.
• Define and track Key Performance Indicators (KPIs) across functional domains to measure impact and identify areas for optimization.
• Promote a data-driven culture, ensuring decisions are informed by robust analytics and operational insights.

Process Strategy and Optimization Lead

Machine Learning Engineer

• Collaborating with data scientists and product managers to understand project requirements and desired outcomes
• Developing, testing, and refining machine learning models, particularly reinforcement learning models, for pricing recommendations
• Analyzing model performance and making necessary adjustments
• Presenting findings and progress updates to team members and stakeholders
• Working with product engineers and designers to integrate models into user-friendly tools for hosts

Senior Machine Learning Engineer, Price Modeling

Full-stack Engineer

• Define and drive technical vision and strategy for the Content Platform org, ensuring architectural decisions scale across teams and align with broader company technology direction.
• Identify and resolve the highest-leverage, most ambiguous technical problems that span multiple teams or systems, often before they become visible to others.
• Lead architecture and design reviews across the org, setting technical standards and driving consistency in engineering practices.
• Mentor and grow Staff and senior engineers, and act as a technical multiplier by scaling your judgment and expertise across the broader organization.
• Partner directly with engineering leadership, product, design, and marketing/business stakeholders to align technical strategy with business priorities and influence roadmap decisions at the org level.
• Represent Marketing Technology in company-wide technical forums, driving adoption of best practices and shaping technical direction beyond your immediate team.
• At Senior Staff level, our engineers are expected to operate with organization-wide scope and impact, setting technical direction that shapes how multiple teams build and scale, while remaining deeply hands-on when it matters most.

Senior Staff Software Engineer, Marketing Technology

Growth Marketing

• Own lifecycle strategy across the full member journey: awareness, progression, incentive redemption, and re-engagement - executed primarily through email and push.
• Partner with global business teams to translate membership benefits and promotional moments into effective member journeys and campaigns.
• Use segmentation, behavioral triggers, personalization, and automation to improve targeting, relevance, and campaign performance.
• Partner with Analytics and Data Science on segmentation, incrementality, and campaign performance — translating findings into leadership-ready recommendations.
• Partner with Finance and Business Operations on incentive cost modeling, redemption forecasting, and program economics to balance growth with profitability.
• Utilize performance insights to create recommendations and improvements to the lifecycle strategy. Present recommendations to key cross-functional stakeholders and executives.
• Manage a structured experimentation roadmap across messaging, audiences, timing, and channel mix to drive continuous program improvement.
• Develop clear briefs that articulate campaign goals and technical, data, creative, and audience requirements.
• Collaborate with Creative, Product, Engineering, and Marketing teams to deliver high-quality member experiences across channels.
• Present strategy, performance insights, and roadmap recommendations to key cross-functional stakeholders and executives.

Senior Growth Marketing Lead – Engagement

Data Scientist

• Work with large and complex data sets to solve a wide array of challenging problems using different analytical and statistical approaches.
• Apply technical expertise with quantitative analysis, experimentation, data mining, forecasting and the presentation of data to identify trends and patterns that can inform decision-making.
• Collaborate closely with Product, Engineering, Finance, Marketing, Operations, Data Science, Advanced Analytics, Data and Analytical Engineering, Capacity Planning and other cross-functional teams to provide actionable insights.
• Design, execute, and analyze experiments to measure feature impact and guide product iterations. Leverage causal methods when traditional randomized trials aren’t available.
• Design and build metrics / dimensions to monitor product and business performance.
• Build sophisticated reporting and analytical tools that empower stakeholders to make data-driven decisions.
• Present findings and recommendations to stakeholders, including senior leadership, in a clear and concise manner.
• Stay up-to-date with the latest industry trends and advancements in quantitative and qualitative data analysis techniques.
• Leverage AI to automate repetitive tasks and empower stakeholders.

Lead Advanced Analytics, Guest Product

Human Resources

• Partner with Business Talent teams to support the Employee Experience/People strategy for the defined business team(s). Serve as a key HR point of contact for business team(s) and activities to which the HR Generalist is aligned, and determine the best course of action to address and resolve people matters.
• Gain strong understanding of the business, and business strategies and roadmaps.
• Partner with Business Talent teams on function specific projects.
• Intake, analyze, identify and execute plans and solutions to effectively address a broad range of employee matters. Collaborate with appropriate EX partners where needed.
• Advise and coach people managers and employees on matters that require intervention and functional guidance. Help the workforce gain skills to operate effectively as business grows and scales.
• Build awareness among managers and employees of EX self service support. Wherever possible, enable the workforce to effectively resolve inquiries and matters independently.
• Partner with EX Centers of Expertise (COEs) to plan, manage and support cyclical programs including (but not limited to) performance management, annual compensation reviews, talent reviews and employee listening. Share content and process feedback with COE teams to ensure continuous improvement.
• Partner with key functional teams to ensure a stellar client experience including the Legal team to ensure compliance with employment regulations; Total Rewards in relation to compensation and benefits clarity and guidance; Talent Ops on talent processes/projects.
• Detect potential trends and patterns to inform organizational insights and contribute towards proactive planning and issue mitigation.
• Understand and track key performance indicators (KPIs) and metrics to manage performance, trends and impact.
• Maintain and update all HR data accurately within Workday.
• Promote, strengthen and embed Airbnb Core Values and Diversity and Belonging across the organization.

HR Generalist

Sales Operations Manager

• Define and execute the strategic vision for Hotels acquisition operations globally, aligning regional initiatives with global priorities and ensuring a consistent, high-performing approach across markets.
• Own the global Hotels acquisition funnel from lead generation through contract signed — monitoring performance at every stage, identifying drop-off points, and driving cross-functional solutions to improve conversion and velocity.
• Partner with the Hotels Onboarding program to ensure a seamless handoff from acquisition to onboarding — driving throughput, minimizing time between contract signed and go-live, and surfacing acquisition-side issues that create downstream delays.
• Partner with finance and sales leadership to design, manage, and evaluate sales incentive compensation programs for the Hotels acquisition team — ensuring plans are motivating, aligned with business goals, and driving the right behaviors across regions.
• Own rep-level goal setting for the Hotels acquisition team, translating business targets into individual quotas across regions. Lead acquisition forecasting, pipeline analysis, and capacity planning to ensure field teams and vendor partners are resourced and on track to deliver against plan.
• Work with marketing, product, tech, and vendor teams to drive lead scoring, prioritization, and workflow optimization — maximizing conversion rates and sales team efficiency across the funnel.
• Build analytical models and frameworks to understand acquisition performance — generating original analysis, sizing opportunities, modeling scenarios, and surfacing insights that don't yet exist. Translate findings into clear, actionable recommendations that influence business decisions and resource allocation at the leadership level.
• Serve as the primary global point of contact for Hotels acquisition operations, ensuring alignment, data integrity, and clear communication across regional and global stakeholders including sales, marketing, product, analytics, and finance.
• Serve as the internal subject matter expert on hotel acquisition levers — advising leadership and regional teams on which levers to activate for specific markets, segments, and growth opportunities.

Senior Sales Operations Lead

Manager

• Account Foundations ownership, owning payments requirements with Trust, Guest & Host, and Compliance teams at Airbnb, and executing on logical account structures + external account orchestration in support of payments use cases.
• Partner on account receivables and loss-reduction initiatives where Payment Accounts capabilities can improve user experience, operational clarity, or risk outcomes.
• Evaluation of account-related user data required to understand evolving behaviors and needs related to payment activity and management. Data signals related to payment preferences help deepen the passport profile (identity graph) associated with all users on the marketplace. These signals may also assist in reducing false positive risk and compliance actions as well.
• Ongoing transparency and management of various business related information and points of contact to reduce downstream friction or unnecessary account restrictions. This would also be an area to manage account access among several different users with access to data, actions, and payment methods.

Senior Platform Manager, Payment Platform Accounts

Operations

• Manage the ticket queue prioritizing and resolving requests while identifying recurring categories to automate or deflect
• Participate in a rotating on-call and incident response schedule, including weekends, troubleshooting and documenting issues in real time
• Build and maintain monitoring dashboards (Tableau, Superset, Grafana) that track service health, availability, and data quality, flagging gaps as they emerge
• Use AI-assisted tools (e.g., Claude, Copilot) to speed up triage, root-cause analysis, scripting, and documentation — while knowing when a problem needs hands-on judgment instead
• Write and maintain code in general-purpose languages (Python, Go, JavaScript, TypeScript, Bash) to automate operational workflows
• Partner with global stakeholder teams to drive issues to resolution